Objective

This complaints handling policy aims to establish clear and transparent procedures for receiving, reviewing, and effectively resolving complaints. Our commitment to this policy is intended to maintain our clients' trust, ensure their satisfaction, and continually improve our practices.

Complaint

Definition: a complaint is the expression of one of the following three elements, which remains after having been considered and addressed at the competent operational level to make a decision:

• a reproach directed at the firm or one of its representatives;

• the reporting of potential or actual harm that a consumer has suffered or could suffer;

• a request for corrective action.
  
  

Application: a first expression of dissatisfaction by the consumer, whether written or not, does not constitute a complaint when that dissatisfaction is resolved in the normal course of business. However, for guidance, if the consumer remains dissatisfied and that dissatisfaction must be handled by the person responsible for complaints handling, it is then a complaint.

Filing of the complaint: a complaint must be recorded in writing in a way that allows it to be kept. The firm must ensure that a complaint expressed verbally by a consumer is documented so that it can be retained.

Steps to follow upon receipt of the complaint

• Sending an acknowledgement of receipt to the complainant along with the notice;

• Opening a separate file for each complaint;

• Transmitting the complaint file to the Autorité des marchés financiers, at the complainant's request.
  
  

Contents of a complaint file

A file is created for each complaint and includes all information related to the complaint.

Procedure for transferring a complaint file to the Autorité des marchés financiers

If the complainant is not satisfied with the final position or handling of their complaint, they may ask the person responsible for complaints handling to transfer their file to the Autorité des marchés financiers. The transferred file must contain all information related to the complaint.

Contact information for the person responsible for complaints handling

Anyone wishing to file a complaint must send an email to admin@jahypotheques.ca.